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Guest Services Manager at Bousquet Mountain

Company: Bousquet Mountain
Location: Pittsfield
Posted on: July 31, 2022

Job Description:

Job DescriptionBousquet Mountain in Pittsfield, MA is looking for a Guest Services Manager to join our team! Job Summary: The Guest Services Manager handles all aspects of Bousquet Mountain's customer service, sales, and ticketing. This position is responsible for daily sales, group bookings, reservations, customer relationships, and helping to uphold and strengthen Bousquet's commitment to providing consistently excellent customer service. Responsibilities include hiring and management of staff, group sales, reservations, and sales and booking platform management. This position is responsible for both group and individual sales inquiries, overseeing group events, and the development of new business on a year-round basis. Responsibilities vary seasonally. Essential Duties and Responsibilities:

  • Promote positive interactions and experiences for our guests
  • Oversee process for phone and online reservations
  • Oversee sales and guest relations at ticket windows and guest services kiosk
  • Manage process for online and in-person sales of products
  • Assure timely payment for sales and/or reservations made
  • Investigate and resolve guest complaints and follow through to completion
  • Assist all departments and managers with their guest services needs
  • Maintain proper inventory of RFIDs, tubing tickets, receipt printer tape, and other materials needed for smooth operations
  • Monitor website for accuracy and coordinate updates as needed
  • Ensure daily telephone greeting and website information is current and accurate and update as needed
  • Supervise and provide guidance to ticketing staff
  • Monitor staff performance for handling guest questions, sales, e-mails & calls
  • Assign staff duties and responsibilities for all customer service positions
  • Participate in staffing responsibilities with other managers; including hiring, training, scheduling, and terminating
  • Promote teamwork and a positive attitude among ticketing staff and maintain a clean, safe, and supportive office environment
  • Manage employee attendance, sick days, tardiness, and time off requests
  • Report any needed PC, phone or equipment repair or facility maintenance
  • Work with groups and others with special needs to establish pricing, provide all necessary paperwork, and communicate any unusual logistical needs to managers
  • Reach out to local hotels , corporate groups and schools with program information
  • Assist with developing the daily mountain schedule of lessons, schools groups, events, etc.
  • Communicate with staff, guests, and vendors via telephone, email, and in-person
  • Maintain electronic filing system (data entry, record maintenance, scanning documents, etc.)
  • Create/maintain office manual, daily office checklist, and document best practices
  • Assist in opening and/or closing of the facility at the beginning and/or ending of each day as needed
  • Book, coordinate and fulfill winter group bookings for schools, community groups and corporate entities
  • Coordinate bulk and consignment ticket programs with local lodging properties and ski shops including account reconciliation
  • Coordinate with Centerplate events staff for all events, weddings and other social functions
  • Ensure timely payment for groups and functions
  • Perform other tasks as assigned Qualifications:
    • Skilled in providing outstanding customer service
    • Specialist knowledge of all resort activities
    • Able to prioritize duties and manage time effectively
    • Prior experience in outdoor resort industry preferred
    • Proficiency in all aspects of Microsoft 365 and the ability to become proficient in multiple software systems
    • Knowledge of various POS systems, reservation and phone systems
    • Prior supervisor or manager experience required
    • Strong writing skills
    • Experience in marketing
    • Knowledge of alpine racing
    • High energy and stamina required Requirements:
      • Physical: Must be able to stand, sit, and work at a keyboard for long periods of time
      • Schedule: This is a full-time, year-round position, ours include weekends & holidays
      • Minimum Age: Applicants must be at least age 18
      • Education: College degree or equivalent
      • Communication: Ability to speak, read, and communicate clearly in English, excellent communication skills via telephone, email, and in-person Please note that you must submit a resume.You may submit it either during the Homebase application process, or email it to: jessica@bousquetmountain.com Available shifts and compensation: We have available shifts all days of the week. Compensation depends on your experience.By applying to this job, you agree to receive periodic text messages from this employer and Homebase about your pending job application. Opt out anytime. Msg & data rates may apply.

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Keywords: Bousquet Mountain, Pittsfield , Guest Services Manager at Bousquet Mountain, Executive , Pittsfield, Massachusetts

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